CX Engagement Lead

2 weeks ago


New York, United States Acunor Inc Full time
Job DescriptionJob Description

Primary Responsibilities:

  • Consultatively shape CX opportunities along with clients and Drive solutioning for CX problem statements.
  • Define and implement the digital CX go-to-market strategy for the target industry segments
  • Lead opportunity identification, progression and closure for end-to-end the customer value chain transformation for our clients
  • Lead creation of CX solution design and roadmap, and its implementation across the critical CX capabilities including:
    • Customer experience design, customer journey mapping
    • Conversational AI implementation in CX workflow
    • Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
    • Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
    • Strong expertise in one or more CCaaS solutions like NICE, Genesys. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
  • Foster deep relationships with client stakeholders by demonstrating insight and thought leadership on application of digital in their context to help them meet their business goals
  • Work with teams across the business to generate innovative CX solutions
  • Implement the CX consulting deliverables, including blueprinting and assessments.
  • Work with BU/account leadership to define a clear and compelling CX digital strategy for clients for target business/industry areas
  • Own P&L of CX transformation for the target industry/service lines
  • Ensure knowledge sharing and CX best practices between teams to drive a robust digital ecosystem
  • Define and demonstrate the value proposition of data-led CX transformation for clients

Skills and Capabilities:

  • Work with clients in a consultative way
  • P&L Management for digital consulting projects for the target business area
  • Co-define solutions with clients
  • Think innovatively and design and deliver client oriented digital solutions Lead conversations on digital transformation with CXOs
  • Be the trusted advisor to clients on how to create value through digital
  • Have deep domain and technical acumen
  • Proven influencing and collaboration skills
  • Have an innovative and disruptive mindset, constantly looking forward
  • Relentlessly pursues excellence
  • Structured leadership communication and presentation skills with strong executive presence
  • Digital portfolio management and strong client/stakeholder management capabilities

Experience:

  • 12+ yrs of proven track record in leading CX transformation and driving P&L of digital teams
  • Customer experience design, customer journey mapping
  • Conversational AI implementation in CX workflow
  • Solution architecture (features, functionalities, upstream & downstream impact on the CX workflow)
  • Technical architecture (data flow, technologies, how they interact and integrate, technology selection, scalability, security)
  • Strong expertise in one or more CCaaS solutions like NICE, Genesys, AWS. Range of capabilities to manage inbound and outbound customer interactions across various channels such as voice, email, chat, social media, and SMS
  • Should have led large technology-led organizational change initiates
  • Should have led 20+ team of multi-disciplinary capabilities including solution architects, delivery leaders, technical architects, automation and analytics SMEs, and developers.
  • Demonstrated experience in working with both senior business and technology stakeholders

  • Director, Retail

    1 week ago


    New York, United States Away Full time

    We believe in being intentional about our approach to modern work. Our hybrid model drives our commitment to fostering an environment that empowers, enables, and supports our workforce to do their best work with in-person moments that matter. The Director, Retail & CX Education role reports to the Director, People Strategy, and **will require an in-office...


  • New York, NY, United States Tephra Full time

    Description:Position Description:  Platforms Engagement Director- Banking, Financial Services and InsuranceThe Candidate should be highly experienced in building and leading a strategic consulting portfolio of business. The candidate will possess 20+ years of deep knowledge of the industry, clients, their priorities and pain points. Experience developing...


  • New York, United States Verizon Full time

    **When you join Verizon**: Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we...


  • New York, United States Women in Retail Full time

    The Director of Customer Experience (CX) is an innovative, operationally-minded strategic leader, who will be responsible for ensuring a best in class customer service experience for the Glossier community and that the customers voice is represented across our organization. This person will be responsible for developing creative CX strategies and formats and...


  • New York, United States Imprint Content Full time

    The Team The Growth Team at Imprint is responsible for relentlessly driving the growth of our business, from setting go-to-market strategy, to launching and running our merchant partners' programs successfully, and scaling their growth through new cardholder acquisition and existing cardholder engagement. We span business development, partner success, brand...


  • New York, United States Imprint Content Full time

    The Team The Growth Team at Imprint is responsible for relentlessly driving the growth of our business, from setting go-to-market strategy, to launching and running our merchant partners' programs successfully, and scaling their growth through new cardholder acquisition and existing cardholder engagement. We span business development, partner success, brand...


  • New York, United States Imprint Content Full time

    Who We Are Imprint is building a next-generation co-branded credit card company to serve America's great brands. Today our partners include H-E-B, Central Market, Westgate Resorts, and Holiday Inn Club Vacations. Imprint is backed by Kleiner Perkins, Thrive Capital, and Affirm. We are focused on building a brilliant team who want to change payments and who...


  • New York, United States Imprint Content Full time

    Who We Are Imprint is building a next-generation co-branded credit card company to serve America's great brands. Today our partners include H-E-B, Central Market, Westgate Resorts, and Holiday Inn Club Vacations. Imprint is backed by Kleiner Perkins, Thrive Capital, and Affirm. We are focused on building a brilliant team who want to change payments and who...


  • New York, United States Peacock TV Full time

    Responsibilities **Welcome to Peacock, the dynamic new streaming service from NBCUniversal. Here youll find more than a job. Youll find a fast-paced, high-flying team for unique birds that want to be at the epicenter of technology, sports, news, tv, movies and more. Our flock works hard to connect people to what they love, each other and the world around...

  • Copywriter

    4 weeks ago


    New York, New York, United States Ralph Lauren Full time

    Company DescriptionRalph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of...


  • New York, United States Cambridge Corporate Services Full time

    About the Role - A Community Engagement Lead is a new role considering our commitment to fostering a smooth transition of our New York workforce to their new work location in Manhattan's West Side. These individuals will play an integral role in the overall workplace experience, enabling staff to be productive, connected, and engaged in our thriving enhanced...

  • Copywriter

    1 month ago


    New York City, United States Ralph Lauren Full time

    Company DescriptionRalph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of...

  • Deployment Lead

    2 weeks ago


    New York, United States Nova Credit Full time

    At Nova Credit, our mission is to power a more fair and inclusive financial system for the world. Nova Credit's diverse global team is stitching together the world's credit data into a single network to unlock financial opportunities for immigrants and other populations historically excluded from the credit system. We've built a platform that enables lenders...


  • New York, United States Chartis Interactive Full time

    Job DescriptionJob DescriptionChartis is looking for a Marketing Engagement Manager. As the Marketing Engagement Manager, you will play a pivotal role in orchestrating the seamless flow of data and insights across various marketing technology platforms. You'll be responsible for setting up and optimizing campaign flows, ensuring alignment with platform...


  • New York, United States Chartis Interactive Full time

    Job DescriptionJob DescriptionChartis is looking for a Marketing Engagement Manager. As the Marketing Engagement Manager, you will play a pivotal role in orchestrating the seamless flow of data and insights across various marketing technology platforms. You'll be responsible for setting up and optimizing campaign flows, ensuring alignment with platform...


  • New York County, New York, United States Publicis CoLab Full time

    Job Description PLEASE NOTE: Candidates for this role must be able to work out of our Philadelphia, New York, or Chicago offices. Strategy is a multi-disciplinary team of Creative, Social, Engagement Experience Strategy experts, unified by a shared ambition to design experiences that move people.    How does Engagement Strategy fit in? While our...


  • New York, United States NYC Health Hospitals Full time

    MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned...


  • New York, United States Tandym Group Full time

    A health services organization in New York City is currently seeking an experienced professional to join their staff as their new Director of Provider Engagement. In this role, the Director of Provider Engagement will be responsible for to developing and maximizing improved alignment, driving high performance and providing world-class engagement experience...


  • New York, United States Tandym Group Full time

    A health services organization in New York City is currently seeking an experienced professional to join their staff as their new Director of Provider Engagement. In this role, the Director of Provider Engagement will be responsible for to developing and maximizing improved alignment, driving high performance and providing world-class engagement experience...


  • New York, United States Tandym Group Full time

    A health services organization in New York City is currently seeking an experienced professional to join their staff as their new Director of Provider Engagement. In this role, the Director of Provider Engagement will be responsible for to developing and maximizing improved alignment, driving high performance and providing world-class engagement experience...